Refund policy

This policy applies to subscription payments made through Platega or Heleket. The free plan and the free trial require no payment.

Each payment covers its own part of the subscription. Payment periods and numbers are shown in the account area, in the payment history.

The 14-day full refund and the refund for unused days are lacuna’s own rules: they apply to all users, wherever they live. They do not limit the rights that mandatory consumer law gives you.

You request a refund within 14 calendar days of the payment and have not used the subscription features after paying: you have not uploaded files above the free plan limits, used more storage than it allows, or set your own end date or view limit on links. What you did during the free trial does not count. [to verify: what counts as using the features]

The period paid by the payment has not started yet — for example, you extended the subscription in advance, paid for it during the free trial or paid twice by mistake.

The payment went through, but the subscription was not activated through our fault. At your choice we activate the subscription or refund the money.

In all other cases you may cancel the subscription at any time before it ends and get money back for unused full days.

Refund = payment amount × unused full days ÷ days in the paid period. Unused days are counted from the moment we receive the request to the end of the period of that payment.

If the subscription was paid with several payments, periods that have not started are refunded in full first, then the unused part of the current one.

If the service was unavailable through our fault for more than 24 hours in a row, at your choice we extend the subscription by that time or refund those days. [to verify: unavailability threshold]

If we restricted the account or shut down the service, we refund unused full days on request.

We refund in the same coin and on the same network as the payment, to the address you provide. The address must accept this coin on this network.

The refund is calculated from the amount of cryptocurrency received under the invoice, without conversion at the current rate. The network fee for the transfer is deducted from the refund.

If the network fee exceeds the refund, the transfer is impossible. In that case, at your choice, we extend the subscription by the unused days or agree on another method through support. [to verify: another refund method when the fee is too high]

Underpayment: if an invoice closes underpaid, the subscription is not activated and we refund the money received on request. Overpayment — the amount above the invoice — is also refunded on request. In both cases the network fee is deducted from the refund.

A blockchain transfer cannot be reversed. Before sending, we ask you to confirm the address and network. Money sent to an incorrect address you provided cannot be returned.

If a payment is held by Heleket’s AML check, the subscription is not activated and Heleket decides on the money under its own rules. We will help with the request. [to verify: Heleket rules for AML checks]

We refund through Platega by the same method: to the card used for payment, or to the account the SBP payment came from. [to verify: how Platega processes refunds]

Refunds are made in roubles. We do not charge you a refund fee.

The time it takes to arrive depends on the bank: usually from a few minutes to a few business days, up to 30 calendar days for cards. [to verify: Platega refund crediting times]

Each automatic charge is a separate payment with its own number in the payment history. The same rules apply as to a one-time payment: a full refund and a refund for unused days.

Auto-renewal can be switched off in the account area with one button at any time, including the day before a charge. Switching it off stops future charges; the period already paid runs until its end.

A charge made after auto-renewal was switched off — for example, because of a failure at the payment service — is refunded in full: the period it paid for has not started yet.

We refund through Platega to the account the charge came from. The days of that payment are removed from the subscription. [to verify: how Platega refunds automatic charges]

Write to support in the lacuna account area and include:

• the payment number — 12 characters, shown in the account area, in the payment history, and on the page that opened after payment;
• what you want: a full refund or a refund for unused days;
• for a cryptocurrency payment — the wallet address for the refund and the network.

If you cannot access your account, write to [email for legal notices]. Include the payment number or details to find it: the date, the amount and, for cryptocurrency, the transaction hash.

Request a refund before deleting your account: after deletion, payments are kept without a link to the account and can only be found by their details.

We reply to a request and, if a refund is due, send the money within 10 calendar days of receiving it. If details are missing, such as a wallet address, the period starts when you send them.

When the money arrives depends on the bank or network — see sections 4 and 5.

Days paid by the refunded payment are removed from the subscription. If no days remain, the subscription ends immediately and the account returns to the free plan.

Files are not deleted. If more storage is used than the free plan allows, new files cannot be uploaded until you free up space.

If you reverse a payment through your bank (a chargeback), the days of that payment are removed automatically. Before contacting your bank, write to us — it is usually faster.

Full details are in the terms of service.